IS&T Local Operations Lead East Asia & Singapore/Malaysia

Req ID:416673 

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide 

JOB PURPOSE:

Reporting to the IS&T Local Operations Manager, APAC, you will ensure the IT Operations in the country are managed and proper SLAs and user satisfaction levels are maintained. You will also be responsible for support of a large portfolio of applications and support solutions.  You will be responsible to ensure efficient IT support and stakeholder satisfaction.

Key Responsibilities & Accountabilities:

• IT Operations:
  • Ensure the PCs are delivered to the new joiners within 72 hours of their joining.
  • Ensure Partner is meeting and exceed all OLA targets for all local operations services.
  • Deliver at least 10% improvement on user satisfaction for all local support regionally.
  • Make sure that service asset and configuration items are properly updated in AMDB
  • Make sure In Stock Inventory is correctly reflected in reporting tool
  • Make sure all Desktop Support engineers (OSS Engineers) get updates regarding the other IS&T teams (Infra, Apps, etc.). Coordinate with the teams for faster resolution on other local topics.
  • Sustain the PC refresh program beyond the project scope.
  • Ensure PC related projects are given utmost priority and updates are shared with APAC Local IT manager regularly
  • Provide an updated documentation of existing infrastructure for the country; secure that all components are supported by global or local Partners. For not supported infrastructure, develop an action plan within the support of central team.
  • Communications to the end users related services interruption and recovery are sent.
  • Support the Smart IT Program:
    • Be active in the change management
    • Support the deployment of new solutions
    • Support the OSS to understand the digitalization/automation of their activity (new way of working, shift left from OSS to Service-Now / Knowledge articles / Self Service / My IT Chat /SD call)
  • 100% of critical issues are escalated to IS&T towers prior to BP escalation to IS&T management (TOP5).
  • Be the Guardian at region level of the central processes for Local Operations. 100% of the processes has to be applied by the partner
• General:
  • Responsible for making sure that business relations within the country are managed by delivering the IS&T services.
  • Liaise with all other IT service functions to make sure that services are maintained.
  • Ensure regional relationships (internal/external technical teams) are successful and result in timely delivery of actions.
  • Ensure local processes are in line with central processes and are compliant with audit requirements. Participate in audits as required.
  • Structure and share Knowledge within the country.
  • Clear and consistent communication to teams on priorities and changes.
  • Proactive, strong, and timely Communication cadence with manager and team.
  • Demonstrate a role model attitude both inside & outside IS&T and evidence 2 key achievements. 7,5% per topic with evidence of 2 achievements.
  • Initiatives to share good practices; initiative to request support to improve overall efficiency.

Preferred Skills/Competencies: 

To be considered for this role, candidate need to demonstrate the following skills experience and attributes:

• Should have 3-5 years of overall IT experience
• Strong communication skills with the ability to translate technical issues into business language as well as conduct in depth technical discussions
• Excellent interpersonal skills to work as a team member and as a liaison with customers
• Analytical and innovative with the ability to collect data, analyze information and develop feasible recommendations
• Strong organizational skills and the ability to work on multiple projects/tasks
• Self-motivated and able to work in a team
• Bachelor’s degree in engineering required. Post-graduation preferred.
• ITIL certification required.
• Supplier management experience required.
• Experience with other multinational companies and working in other geographies preferred.

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?  

Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.  All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.